CTG's Tier 1.5 Clinical Service Desk team helped overcome challenges related to call response time and abandonment rate, issue resolution, knowledge capture, and documentation standardization. The in-scope resolution rate averaged 99% and abandoned call percentage with threshold was consistently around 4%.
CTG’s Tier 2 Epic application support team enabled Inova to provide timely Epic production system issue resolution, application management, and support for identified applications. The team seamlessly integrated with Inova’s internal Epic staff, enabling Inova to meet their implementation and rollout commitments on time, allowing their internal resources to address net new Epic build requirements and day-to-day tasks, and alleviating considerable go-live overtime costs. CTG’s remote support model also saved Inova the costs traditionally associated with outside/traveling consultants.